In our continuing effort to improve our customers’ security posture, if an Okta Support Agent creates a case and assigns it to themselves, extra approval will be required for support access. The Support Agent must request and receive approval from the customer to be granted Support Access for the case.
This article provides details on how to approve a Support Access request for a self-assigned case.
- Support Access
If an Okta Support agent creates a case and assigns it to themselves, customer approval is required for Support access There is no automatic notification when this request is made. The support agent needs to let the customer know that they need this access approved.
To approve a request, navigate to Settings and Account from the Okta Admin Console. Select Edit next to Give Access to Okta Support to see the approval requests.
Requests for both Support Access for self-assigned cases and Read Only Impersonation for Support cases are approved from this page. Either a Super Admin for the Org or the Admin who entered the case will need to approve these self-assigned requests.
To approve Support User Grants
- Under the Provide Support access for self-assigned cases, locate the request that displays for the specific case number
- Click on the Approve button
- When the request is approved, the button displays as disabled
There is no reject button for these requests. If the request is not approved, the access is not granted.
Frequently Asked Questions
How long is the Support User access valid?
The access is granted through the life of the support case.
Who can approve Support User Grants for Self-assigned Cases?
The Super Admin for the Org and the Admin who entered the case can approve these requests.
How long will a Support User Grant for a self-assigned case display in the dashboard?
The request will be displayed in the dashboard as long as the case is open. Once the case is closed, it will no longer display.
Why do I not see the Okta Support Access Requests for an Org?
Super Admins for the org will see all the requests for every case while Admins with the Case Admin Permission will only see these requests for their own cases.
